To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company. Key Responsibilities Provide level 1 remote desktop support to resolve tickets, provide hardware/software/network problem diagnosis/resolution via telephone/email/chat within agreed SLA of ticket volume and time. Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies. Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions/Reopen Cases. Maintain high login efficiency (Availability) for customers. Update worklogs and follow shift/escalation process to escalate complex problems to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as necessary. Work on value adding activities such as knowledge base update & self-development. Personal time off Maternity and paternity benefits Access to skills/higher education programs/resources Discounts on products and services via Benefit Box Participate in CSR programs and live life with a purpose Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all. #J-18808-Ljbffr
Sr Analyst
HCL TECHNOLOGIES LIMITED
región centro, región centro
Publicado hace 24 días
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